The player from Algeria had made a €100 deposit at Casino Wikiluck and earned approximately €500 but found her account balance at zero the following day. She inquired about the missing funds and reported that the casino was investigating the issue but provided no resolution. The complaint was resolved when she confirmed that her money had been returned to her.
WikiLuck Casino - Player's balance has been lost.
Resolved
Our verdict
Case closed
Amount: €500
WikiLuck Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
1 year ago
Translation
Ladies and Gentlemen
On April 23, 2025, I made a deposit of €100 at Casino Wikiluck. I made approximately €500 in this casino. On March 24, 2025, one day later, I wanted to continue playing, but my account balance was now zero.
Automatic translation:
Public
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1 year ago
Dear Maria111,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand the situation and assist you effectively, could you please provide answers to the following questions?
- Have you checked your account transaction history for any irregularities?
- Have you contacted customer support to check why your balance was voided?
- Have you received any emails or notifications informing you about any breaches of the casino's Terms and Conditions that could lead to the confiscation of your balance?
- Did you accumulate your winnings with or without a bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
Public
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1 year ago
TranslationHello,
The problem is that the validity period of the bonus code is supposed to have expired.
But the casino doesn’t know why.
The casino keeps writing to me saying that everything is being checked, but nothing happens.
I spoke to them again this morning.
Here is the answer from this morning:
I've escalated your case, and it seems there's still no update. It seems the voucher has expired, but the expiration date is tomorrow.
10:07
Kaytlyn G. says: I would advise you to be patient, and we will do our best to help you further. (translated)
10:07
says: the due date would not have been until tomorrow.
Sent · 10:07
Kaytlyn G.
Kaytlyn G. says: Yes, that's why we're investigating the case. (translated)
But they keep writing the same thing. I feel like no one really cares.
That's why I contacted you.
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1 year ago
TranslationHello, I got my money back.
You can mark the complaint as resolved.
Thank you for your efforts
Mary
Automatic translation:
Public
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1 year ago
Dear Maria111,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika Fritz
Casino.Guru
